Darci Darnell is the head of Bain’s global sales & marketing practice and an active leader in Financial Services and Strategy practices with nearly two decades of management consulting experience. She also has particular expertise in customer retention strategy, NPS®, and employee engagement. Darnell is out with a new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, with co-authors Fred Reichheld and Maureen Burns.
We talked about the original intent of net promoter system. As Darci described in the book, "NPS implemented correctly reveals how consistently a company lives up to its purpose of loving customers." Loving customers? Not all execs will accept this easily, even though the empirical evidence is overwhelming that loyalty leading companies out-perform the market by numerous multiples.
Darci's advice to me, "Be brave."
There's a life lesson.
More about Darci:
The Harvard Business Review article: Net Promoter 3.0 - https://hbr.org/2021/11/net-promoter-3-0
About Darci: https://www.bain.com/our-team/darci-darnell/
More about ServiceRocket:
On Linkedin: https://www.linkedin.com/company/servicerocket/
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319 Darci Darnell NPS implemented correctly reveals how a company lives up to its purpose of loving customers